Add optimization features to the policy, enabling dispatchers to assign preferred Field Service agents to specific work order tasks, ensuring the right technician handles each task efficiently. Additionally, dispatchers can exclude agents who are not well-suited for certain tasks.

Before you begin

Role required: wm_admin

About this task

Dispatchers have the ability to designate preferred, secondary, or excluded technicians on the work order task record. To activate this capability, an admin must incorporate specific optimization features into the policy.

Procedure

1. Navigate to All > Schedule Optimization > Administration > Policies.
2. Select the policy.
3. Select the Objective or Constraint tab.
4. Select New.
5. In the Optimization Features field, select the Lookup icon () and add the following objectives and constraints:

1. Maximize preferred agent assignment
2. Enable assignments only with preferred or secondary agents
3. Block excluded agents from assignment

6. Select Submit.